General questions about this policy
About the premium
Q: What premium do I pay and how?
Your monthly premium is provided in your policy schedule. Your premiums are automatically paid via bank debit order every month, eliminating the need for manual payments, and reducing the risk of unintentionally skipping a payment.
About the beneficiary and making a claim
Q: What information do I need to give to my beneficiary?
You must inform your beneficiary that they have been nominated on your policy. Give your beneficiary the number of The Sanlam Contact Centre – so that they can make a claim in the event of your death.
Q: How will my beneficiary claim?
When the policy owner dies, the beneficiary or, if no beneficiary has been nominated, the person in charge of the deceased estate, should immediately contact The Sanlam Contact Centre to start the claim process. The consultant will assist by collecting the necessary information. In all claims, the beneficiary(or person in charge of the deceased estate) will be required to fill out a claim form. The beneficiary will be required to provide other papers, such as a death certificate, ID book, etc.
Q: In what cases will this policy NOT pay out a claim? What exclusions are there on this policy?
Cover will not be paid where the policy owner dies as a result of Exclusions or Excluded activities.
Q: How long do claims take to process?
The payment of a claim is usually made within 48 hours after all required documents have been received and verified.
About complaints and queries
Q: Who do I contact if I have a complaint about this policy?
Sanlam is committed to service excellence and fully subscribes to the aims and conditions of the Policy Protection Rules (PPR) and the Financial Advisory and Intermediary Services Act (FAIS).
Should you have a complaint, you may contact us on Sharecall 0860 426 837.
If your complaint has not been resolved to your satisfaction,kindly contact The Compliance Officer on (011) 359 7700.
If you are still not satisfied, you may contact:
- The Ombudsman for Long-Term Insurance (for product or service-related complaints). Write to: The Ombudsman, Private Bag X45, Claremont, 7735. Tel: (021) 657 5000 or Sharecall: 0860 103 236; Fax: (021) 674 0951; Email: info@ombud.co.za
- The FAIS Ombudsman (for advice-related complaints) Sharecall 0860 324 766 (0860FAISOM); Fax (012) 348 3447; Email: info@faisombud.co.za
About the insurer
This policy is brought to you by icover, a division of Sanlam Developing Markets Limited, a registered long-term insurer and licensed financial services provider of Sanlam Business Park, 13 West Street, Houghton. P O Box 1941, Houghton 2041.(011) 359-7700.
For additional information, Sharecall 0860 426 837 (0860 icover)
For claims, Sharecall 0860 426 837 (0860 icover)